Jerry O. Profile

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$10 USD / hour

silang,

philippines

$10 USD / hour

It's currently 9:06 PM here

Joined June 2, 2017

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Jerry O.

@jocampo001

0.0

(0 reviews)

0.0

$10 USD / hour

silang,

philippines

$10 USD / hour

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Service Delivery Manager - IT Service Desk

Iam a graduate of BS Computer Science. I have more than 15 years of BPO and IT- service Desk experience. Started as a Customer Service Representative, moved to become Technical Support Representative and then become a Supervisor then Manager. I had experience with technical support (hardware, software) (inbound/ outbound). remote connect. As a tech support and customer service representative before, we need to have actively listening skills in order to support user in more faster and accurate way. I also had experience using Excel, Powerpoint and Word office tools. I have exposure to client presentation in a diverse environment.

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Experience

Cognizant Technology Solutions Inc.

Jun 2010 - Apr 2017 (6 years, 10 months)

Lead a team to provide Single point ownership for Delivery & Operations of Service desks in the area of Remote IT Infrastructure Delivery Management Services. Work closely with resourcing team to manage the resource fulfillment process needed to run the delivery operation.Responsible for running an ITIL compliant operation. Client Interaction and Management. Own Team Review meeting, Meet and beat committed Service Levels, identify improvement Plans and track it till closure

Hewlett Packard Philippines Corporation

Aug 2009 - May 2010 (9 months, 1 day)

Supervise a team of Command Center agents & Technical Support engineers to provide the End to End service for Trade production Network & Systems accounts. Single point of contact for immediate customer complaints, responsible for logging, tracking and updating customer complaints. Maintain ownership and follow up of incidents ensuring agreed customer notifications are completed within the service agreements.

DELL International Services Philippines

Jan 2006 - Aug 2009 (3 years, 7 months)

Provides assistance to a team of Technical Support Specialist. Coach agents regarding team targets and hygiene metrics. Provide technical training and upskilling for technical support specialist. Provide updates and fixes on current technical issues. Handle technical escalations and advanced troubleshooting. Coordinate with technical support manager about policies and procedures to be rolled out to the team. Report to resolution specialist manager and provide updates of team’s performance.

Education

Bachelor of Science in Computer Science

University of Perpetual Help System DALTA,

Philippines

1995 - 1999

(4 years)

Qualifications

Cognizant

2014

Awarded Manager of the year for IT service Delivery

Cognizant

2015

Training on how to properly conduct interviews.

Cognizant

2015

Training for Service Delivery Managers and Directors on how to properly manage Projects. Training includes proper people management and client interaction.